Service Analytics: Insight Into Field Performance

The service lifecycle continues to become more complex as we connect to more people globally, machines get smarter, and while our attention spans shrink. This transition has impacted both our professional and personal lives. As seen in Aberdeen's State of Service Management: Roadmap to a Profitable 2014 report (March 2014), the top pressures facing service organizations are increased competition, reduced service margins, smaller share of customer wallet, and increased complexity in products. All of these challenges have led to a need for better data so service leaders can make faster decisions. Customers no longer have the patience to wait for resolution and therefore service must deliver excellent products and results.

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